Statistical model proposal for ranking the results of customer satisfaction surveys

Abstract Meeting customer requirements is crucial for any company or industry, since delivering to customers the products they need or desire is their reason for existing. In housing projects, understanding those requirements and translating them into design attributes is a way to achieve customer satisfaction and ensure a competitive edge to the company. In order to do that, different methods focused on the qualitative aspects have been used. However, those methods have proven to be limited with regards to ensuring the quality of building products. With the purpose of proposing a method to build a hierarchy of the requisites resulting from customer satisfaction surveys, based on quantitative aspects, this study analysed a databank formed by customer satisfaction surveys in housing developments with different economic standards. The study applied measures of central tendency and dispersion, reliability tests by means of the Cronbach's Alpha and factor analysis. The results show that the main tool to help meeting the aims is factor analysis, with the constructive aspects related to size, quality, functionality and comfort more likely to provide satisfaction to customers.摘要：满足客户需求对任何企业或行业而言都至关重要，因为向客户交付其所需或期望的产品，正是企业存续的根本所在。在住宅工程项目中，理解此类需求并将其转化为设计属性，是实现客户满意度、为企业赢得竞争优势的有效途径。过往为达成这一目标多采用聚焦定性维度的各类方法，但实践证明，此类方法在保障建筑产品品质方面存在局限性。本研究旨在提出一种基于定量维度、由客户满意度调研结果构建需求层级体系的方法，为此分析了涵盖不同经济档次住宅项目的客户满意度调研数据库。研究运用了集中趋势与离散趋势测度、基于克朗巴哈α系数（Cronbach's Alpha）的信度检验以及因子分析方法。研究结果显示，助力达成研究目标的核心工具为因子分析；其中与面积、品质、功能及舒适度相关的建筑属性更易提升客户满意度。